FAQS Product - Digital Fall Alarm
Do I need to pay VAT?
91% of customers do not pay VAT on their personal alarm. You may be eligible for VAT exemption if you, or the person you’re buying for:
- Have a condition requiring regular medication
- Are chronically sick
- Are registered disabled
If unsure, check the VAT exempt requirements.
Can the Digital Fall Alarm be used by someone with Epilepsy, Parkinson's or tremors?
Yes. The fall detection feature can be disabled to prevent false alarms. If needed, call 0800 085 7371 when ordering to request this option. Lines are open Monday – Friday, 9am – 6pm.
When a fall is detected, the pendant automatically calls the Emergency Resolution Team. This alert can be cancelled by shaking the pendant. However, someone with tremors, epilepsy, or Parkinson’s may accidentally cancel an alert, which is why we offer the option to disable fall detection.
What is the difference between the Digital Personal Alarm and the Digital Fall Alarm?
- Digital Personal Alarm: A standard alarm that requires pressing a button to call for help.
- Digital Fall Alarm: Detects falls automatically and alerts our Emergency Resolution Team.
Both alarms use multi-network SIMs instead of a landline, making them ideal for homes without a telephone line or those affected by the Digital Switchover. The SIM and data costs are included in the subscription.
What is the Digital Switchover?
- BT has announced that by 2027 all analogue phone lines will be replaced with digital ones.
- The switchover means all new houses are set to be built with a digital-only connection from 2023 and many households have already upgraded.
Telephone landlines will still exist, and you can still have a landline telephone at home. However, the network that the phone uses will be different:
- Your telephone provider will send you a digital hub that you will need to connect your phone to.
- Any other equipment that connects to the phone line will also need to be connected to the digital hub. You may also need to replace your telephone handset, although your telephone provider can advise on this.
You can find out more about the telephone digital switchover on our Resources and Advice web pages.
Personal alarms for the elderly have traditionally relied on analogue telephone landlines. Newer devices, including the Digital Fall Alarm and Taking Care Anywhere, are unaffected because they do not use a telephone landline.
What if I can't get a mobile signal where I live?
- The Digital Fall Alarm uses two multi-network SIMs to connect to the strongest available signal. It also has a large internal antenna to improve reception.
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If you are concerned about the mobile signal where you live, please call freephone 0800 085 7371 for advice. Lines are open Monday – Friday, 9am – 6pm.
What does the set-up cost include?
The set-up cost includes setting up your account and registering you as a customer. You will need to setup the personal alarm yourself.
How do I set up the Direct Debit subscription?
When ordering online:
- Pay the set-up cost with a debit or credit card.
- Complete the Direct Debit form linked from the confirmation page and order confirmation email for the ongoing subscription.
If ordering by phone, our advisor will help you set it up.
If someone else is paying the subscription, they can use the link in your email or call Customer Services.
How do I set up the Digital Fall Alarm?
- Setting up the Digital Fall Alarm is quick and simple, with no need for a technician.
- Follow the voice-guided setup instructions, which will take you through the process step by step.
- A family member or friend can also help with setup if needed. Plus, we provide a user guide with clear instructions and diagrams to make installation even easier.
If you have any questions during setup, our team is always here to help.
Will the Digital Fall Alarm work if there is a power cut?
- Yes, the battery backup in your in-home alarm unit will work for approximately 40 hours, if fully charged.
- This means that during a power cut, you will still be able to make an alarm call and speak with our Emergency Resolution Team.
What if the battery runs out?
- The Digital Fall Alarm pendant is designed to be low maintenance, with a long battery life of up to two years.
- It also performs a daily self-test and has a low battery reporting function, so you don’t need to worry about it unexpectedly running out of power.
- If the battery ever gets low, the system will automatically alert us, ensuring you stay protected without having to check it yourself.
What is fall detection?
- Our fall alarms have accelerometers and gyroscopes within the wearable device (either a bracelet or pendant).
- These sensors react to the motion and impact of the fall in real-time. When a sudden and rapid movement, followed by a lack of activity (immobility), is detected, the alarm interprets it as a potential fall.
- The sensors are calibrated to distinguish between normal movements (e.g. sitting or bending down) and actual falls, reducing the chances of false alarms.
Does the fall sensor detect all falls?
- The fall detector may not detect every fall as it is designed to detect hard, unobstructed falls. If you are able to do so, you must ensure that you press the emergency button each time that you fall.
- The fall alarm sensor uses an algorithm to recognise the difference between ‘hard’ falls and other movements so like many similar devices on the market, it cannot guarantee to detect all falls because it is dependent on where it is worn and the amount of shock or impact from the fall.
- Our guide to how fall alarms work explains the types of falls that trigger an alarm call.
What if the user is unconscious following a fall?
- Fall alarms are designed to help in extreme situations, such as a fall where the user has hit their head and fallen unconscious.
- The alarm will automatically trigger a call to the 24-hour Emergency Resolution Team who will attempt to contact the user.
- If the user is unresponsive, they will contact family, friends or the emergency services so that you can get the right assistance as soon as possible.
What happens if I have an emergency and cannot speak through the alarm?
- If you ever need help but are unable to speak, don’t worry — we’ll still know who you are and where you’re calling from as soon as your alarm is activated.
- Our Emergency Resolution team will assess the situation and quickly arrange the right support.
- If you don’t respond, we will follow your emergency plan, contacting your chosen emergency contacts or calling the emergency services to ensure help reaches you as soon as possible.
- Your alarm is there to protect you in every situation, even if you can’t ask for help yourself.
What happens if the Digital Fall Alarm goes off by accident?
- The Digital Fall Alarm is designed to reduce false alarms from everyday movements. However, if it ever activates by mistake, there’s no need to worry. Our Emergency Resolution team will always check in with you to make sure you're okay.
- If you don’t need assistance, you can simply let them know or cancel the call yourself by giving the pendant a quick shake.
Your alarm is there for your safety and reassurance, and we’re always on hand to support you whenever you need us.
Is the fall alarm pendant water-resistant?
Yes, the fall detector pendant is water-resistant up to 1 metre for 30 minutes (IP67 standard) and can be worn in the bath and shower.
What happens when I press the button on my fall alarm pendant?
- When you press the emergency button on the pendant alarm or base unit, an alarm call is made to our 24/7 Emergency Resolution Team and quickly answered.
- The Emergency Resolution Team will know who you are and where you live. The Emergency Resolution Team will talk with you over the alarm unit and assess the situation. Even if you are unable to speak, they will know where to direct help.
- If you need further help, we will either call your nominated emergency contacts, such as friends, neighbours or family, or the emergency services.
What if I need an ambulance and I cannot let them in?
- If you ever need emergency help but can’t unlock the door, a key safe can ensure paramedics can reach you quickly without causing damage to your home.
- We recommend installing a secure key safe outside your home and sharing the code with us. In an emergency, we will provide the code to the emergency services so they can enter safely and assist you as quickly as possible.
- Having a key safe gives you and your loved ones extra peace of mind, knowing help can always get to you when needed.
- You add a key safe to your fall alarm package when you order online.
Can I choose how to wear the fall alarm pendant?
Yes, you can choose either the wrist strap or necklace alarm pendant when you place your order.
How do I order the falls wrist or falls pendant option?
- When ordering online, you can choose whether you’d prefer to wear your alarm as a wristband or a pendant. If you’d like extra peace of mind, you also have the option to add a second pendant — either as a spare or for another person living at the same address.
- If you're already a customer and would like to add a fall alarm to your existing personal alarm service, just give us a call on 0800 085 7371. Our friendly team will be happy to help you make any changes to suit your needs.
Can I have more than one fall alarm pendant?
- Yes, you can add another falls pendant for anyone living at the same address, or for use as a spare, for just £5 per month (£6 including VAT) when you place your order.
- If ordering online, you can select this option when you choose your subscription plan and package options.
Will the fall detector work in the garden?
- Yes, the fall alarm works up to 300 metres / 984 feet from the alarm unit so you can get about your daily life knowing you can get support if it is needed.
- As part of the set-up process, the Digital Fall Alarm will guide you through a range test so you can be confident the alarm pendant will work around your home.
Can the fall detector be used as a personal alarm pendant?
Yes, you can press the button to call our Emergency Resolution Team. They will speak to you over the alarm unit and arrange help should you need it.
What do I need to use the fall detector alarm?
Everything you need to set up your Digital Fall Alarm comes with your order, making installation quick and simple.
To set it up, you’ll need a mains electricity socket within three metres of where you plan to place the base unit. In some cases, you may need to bend down to reach the power socket, so having someone assist you can be helpful.
For the best emergency response, provide:
- Emergency contacts.
- Key safe details (if you have one).
- GP details and medical conditions.
Do I need a key safe?
- We recommend customers have a key safe, particularly if they do not have an emergency contact who lives within 30 minutes travel time that can come to their assistance when needed.
- If you have a key safe, you can share the location and code with us. We will only give the code to the emergency services if we call them on your behalf and you’re unable to get to the door.
What can I do to reduce the likelihood of falling?
- Falls can have serious consequences as we age. There are steps you can take to make your home safer and improve strength and balance to reduce the risk of falls.
- Download our free Falls Prevention Guide for useful tips and advice to keep you or your loved ones safe in their home or read what to do if an elderly person falls.
What is covered by the lifetime warranty?
- If your Digital Fall Alarm develops a fault or stops working at any time whilst you are a customer, we will either repair or replace the equipment for you.
- If the pendant battery needs replacing, we'll change that too, free of charge.
Is the delivery, warranty and repair service really free of charge?
- Yes. We don’t charge for delivery and we include next working day delivery for orders received by 1pm, Monday – Friday to all postcodes in England and Wales.
- For those areas of the UK that we cannot deliver to within 24 hours, we offer a 48-hour delivery instead.
What if I want to pay the set-up costs and someone else pays the subscription?
- You pay the set-up cost when you order.
- The person paying for the subscription can complete the Direct Debit form or call Customer Services on freephone 0800 085 7371. Lines are open Monday - Friday, 9am - 5pm.
How do I provide you with my emergency contacts?
- Online: Use the account setup link in your order confirmation email.
- By post: Complete the form in your welcome pack.
- By phone: Call freephone 0800 023 4301, Monday – Friday, 9am – 5pm.
Who do I tell if anything changes?
- If you move home, change your phone number, or if there are any updates to your medical conditions or keyholder contact details, please let us know as soon as possible.
- We rely on this information being up to date to ensure we can get you the right help quickly if you ever need it.
- To update your details, call our Customer Services team on 0800 085 7371 — we’re always here to help.
Can I cancel my fall alarm if I change my mind?
Yes, you have the right to cancel within 30 days of purchase. If you decide the alarm isn’t right for you, simply give us a call, and we’ll guide you through the cancellation process.
Our team is always happy to help, whether you have questions about your alarm or need support in finding the best solution for your needs.
Do I own the equipment?
No, the fall alarm equipment is rented from us for the duration of your contract.
If it develops a fault, we’ll repair or replace it for free.
When you no longer need the service, we’ll arrange a free return via an Evri ParcelShop or courier collection.